Guy's and St Thomas' Nhs Foundation Trust

Apprentice Patient Access Coordinator - Women's Services (call centre) - Advanced (Level 3)

Guy's and St Thomas' Nhs Foundation Trust (Employer)

Hawk Management (UK) Limited (Training Provider)

Annual wage £9,379.50 to £18,525.00
37.5 hours per week Monday – Friday 9am – 5pm - with 30 mins for lunch
17 months (duration)
15 September 2022(start date)
Business administrator (apprenticeship standard)
1 September 2022 (application closing date)
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Job Description

This advert is for a position within the Women’s Services Call Centre, which is the first point of contact for all patients in the Maternity, Gynaecology and Assisted Conception Services. The successful candidate will be answering calls from patients and assisting them in their queries i.e. booking and rearranging appointments as appropriate.


What will the apprentice be doing?

The Call Centre works across all services in the Women’s Services directorate and the patient access coordinators receive calls from patients wanting to book or rearrange their appointments, confirm their theatre dates, get more information about tests they need during the course of their pregnancy and much more.

A comprehensive script/frequently asked questions document is provided to the patient access coordinators to assist them with these patient queries, and provide a guide for booking appointments via PIMS. Responsive nice and a good phone manner are essential as the call centre is the main point of contact for patients and set the tone for their interaction with the hospital.

Key Relationships
The post holder will have regular contact with a wide range of clinical and managerial staff, administrative and clerical support staff at many levels and patients, relatives and external agencies.

Duties and Responsibilities
The duties and responsibilities listed below are representative of the Patient Access Coordinator role and its purpose within the service; they are not exhaustive and the post holder may be required to undertake additional or alternative administrative duties and responsibilities commensurate with the level of the post, to support the smooth running of the service.

Main Duties

  • Act as the first point of call for all patient access queries to the Trust.
  • On receipt of all new referral letters ensure that the vetting process has been followed in line with departmental guidelines.
  • Be responsible for the scheduling of outpatient, elective admissions and all associated appointments according to clinical urgency and length of wait in accordance with departmental procedures and Trust Policies.
  • Liaise with patients prior to their visit to ensure that a mutually convenient date and time is agreed.
  • Ensure that patients are appropriately reminded of their appointments. This may include sending reminder letters or contacting patients by telephone, up to seven days before their visit to re-confirm attendance in line with departmental protocols.
  • Ensure that departmental standards are met for patients receiving notification or acknowledgement of their visit.
  • Provide a courteous and efficient point of contact for patients both over the telephone.
  • Ensure that each patient is treated as an individual and their individual needs are met (i.e. appropriate support is in place for their appointment, such as interpreting support)

What training will the apprentice take and what qualification will the apprentice get at the end?

Comprehensive training will be provided on all of the relevant IT systems including PIMS (appointment system), Badgernet (Maternity system), BabySentry (fertility system) and all others necessary.

The team have a full induction plan and orientation period. This includes shadowing in each of the services to understand them, to better equip the candidate to take calls on their behalf. Shadowing of other patient access coordinators in the call centre is also done before starting to take live calls.

Apprenticeship Programme: Business Administrator
Level: 3
Duration: 15 months
Course Type: Apprenticeship Standard

Apprenticeship Delivery: Work based qualification. A tutor will visit you every 4-6 weeks in your work place.

Units Covered:
The Apprenticeship programme is made up of different units. Apprentices will be assessed on their knowledge, skills and behaviours throughout the apprenticeship and tracked online using an e-portfolio.

 These are grouped into 3 themes which complement each other and are as follows:

  • Core Business & Administration
  • Managing Self & Personal Skills
  • Using Resources & Achieving Results.

After each theme is complete, a Mock End Point Assessment is carried out to ensure apprentices are prepared for the End Point Assessment at the end of the programme.

After a minimum of 372 days and successful delivery of the programme, the end point assessment will take place. The end-point assessment is a synoptic assessment of the skills, behaviours and knowledge that have been developed throughout the apprenticeship.
End-Point Assessments will involve an independent assessor carrying out final assessments with the apprentice, to ensure that the competences and learning within the ‘Apprenticeship Standard’ have been met. 

Apprentices can achieve a pass, merit or distinction dependent on how well they perform in their End-Point Assessment.

Functional Skills:
Apprentices also work towards a Level 2 qualification in English and maths in the first half of the programme if they have no prior exemption (GCSE’s A – C or equivalents in English and Maths).

What is the expected career progression after this apprenticeship?

This role is a key part of Women’s Services and equips the staff member with a good working knowledge of NHS administrative pathways. This allows for onwards progression into Band 3 and Band 4 roles in any part of the directorate, either as a Patient Pathway Coordinator, or as part of our central administration team

Reality Check

Company benefits 27 days holiday As an employee at Guy's and St Thomas', you get exclusive pricing at thousands of stores through Perks at Work. Health discounts - The Health Service Discounts scheme is specifically for NHS staff, with over 1 million members. National discounts are available from major retailers Blue Light Card - The Blue Light Card scheme provides NHS staff with discounts online and on the high street. You can sign up for free to access all of their special offers, or you can pay just £4.99 for a five year membership (that's less than £1 per year) for a physical card that you can use on the highstreet. Reality Check Most hours of the day spent on the phone with patients, who can be highly demanding and may not be able to solve the problem for them immediately. If you are successful in this post you will be required to undertake a DBS check and references. To do this you need to ensure you have: • Proof of ID such as valid passport or driving licence • 2 forms of proof of address (must be valid within the last 3 month) • References

Skills Required

Communication skills, IT skills, Customer care skills, Administrative skills, Team working, Non judgemental

Qualifications Required

GCSE or equivalent English (Grade A-C / 4-9*) Essential
GCSE or equivalent Maths (Grade A-C / 4-9*) Essential
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